HCL Technologies

HCL BPO solution turn-around time and the number of cancelled orders

HCL BPO solution turn-around time and the number of cancelled orders

Client Information

The Client is the largest communications service provider in the United Kingdom. With USD 40.15 billion revenue and operations in more than 170 countries, the Client is the dominant fixed line telecommunications & broadband Internet provider in the UK.

Business Challenges

The intranet for employees was not effective and was underutilized. It was becoming increasingly difficult to maintain the content and users reported problems of the system being slow, searches being irrelevant and lack of collaboration mechanisms.

HCL Solution

HCL set up the help desk to cater to inbound billing inquiries, complaints and provisions. Within the help desk there are associates who work at different levels on PSTN Billing, Broadband Billing and Broadband Services.